Customer Service Manager at Elevation Craft

Role Purpose

• We are seeking a highly skilled Customer Service Manager to lead our customer experience function across inquiry, conversion, onboarding, project communication, satisfaction evaluation, and retention.
• This role requires a balance of emotional intelligence, commercial awareness, leadership, and strict process coordination.
• You will act as the voice of the customer within the organization, ensuring consistently excellent communication and service delivery across departments

Key Responsibilities
Client Inquiry & Conversion Management:

• Lead Customer Service Officers in managing inquiries across all channels (website, WhatsApp, calls, social media, email, referrals).
• Oversee the conversion workflow with timely, professional engagements.
• Conduct pre-onboarding consultations to ensure an accurate understanding of customer needs.
• Build customer confidence even when dealing with complex or shifting requirements.

Client Engagement Monitoring & Communication:

• Track all active engagements and ensure weekly progress updates.
• Enforce communication protocols, escalation standards, and follow-up structures.
• Manage emerging customer concerns and lead recovery efforts when necessary.
• Anticipate dissatisfaction and intervene proactively.

Internal Collaboration & Coordination:

• Work closely with Team Leads for timeline and risk updates.
• Coordinate with Finance on invoicing, payments, and early warning on payment delays.
• Identify and escalate communication gaps before they impact customer perception.
• Hold teams accountable for operational delays when needed.

Reporting & Documentation:

• Maintain structured reporting templates for internal and customer-facing communication.
• Manage CRM/customer update trackers and ensure compliance.
• Provide weekly reports on customer sentiment, conversions, satisfaction trends, and retention.

Secondary Responsibilities:

• Support Business Development with insights for service positioning and messaging.
• Participate in retention and re-engagement campaigns.
• Offer advisory input on improving internal customer experience workflows.
• Contribute data to monthly performance reporting

Requirements
Education:

• Bachelor’s Degree in Business Administration, Marketing, Psychology, or related fields.

Experience:

• Minimum of 5 years in customer service, administration, or customer support, preferably within finance or consulting.

Technical Skills:

• Proficiency in MS Office (Word, Excel, PowerPoint)
• Strong email etiquette
• Experience with CRM, Zoho Workspace, Google Sheets, or other project/data tools

Communication:

• Advanced verbal and written communication skills, with the ability to simplify complex information.

Soft Skills:

• Empathetic yet assertive.
• Customer-first mindset.
• Ability to confidently engage senior stakeholders.
• Strong interpersonal awareness.

Work Ethic & Professionalism:

• High attention to detail.
• Strong organization and multitasking abilities.
• Confidentiality, integrity, and professionalism.

Key Competencies:

• Leadership: Coaches team members, conducts performance check-ins, and drives continuous improvement across processes and service delivery.
• Proactivity: Anticipates customer needs and proposes solutions ahead of time.
• Process Coordination: Ensures smooth cross-functional communication between Customer Experience and Finance teams.
• Efficiency: Strong follow-up discipline and timeline management.
• Negotiation & Expectation Management: Guides customers through service options, deliverables, timelines, and fees.
• High Emotional Intelligence: Maintains composure and empathy across customer interactions.

Remuneration

• Salary: N500,000 / Month.
• Benefits: Hybrid work schedule, HMO, Learning and development Opportunities, and Allowances.